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Creating an extended integration for Zendesk users

  • November 13, 2024 14:08
  • Updated

Let Oomnitza be your single source of truth!

There are two user loads to choose from:

Zendesk User Load (basic auth): This option enables you to use Basic authentication.

Zendesk User Load (oAuth2):  This option enables you to use OAuth authentication. 

You'll get visibility of your Zendesk users as data from Zendesk is automatically transformed into consumable information and actionable insights.

Connect Oomnitza and Zendesk in minutes

Get the information and insights that you need to reduce costs and the time that you spend on administration tasks such as:

  • Configurable dashboards and list views of key user information
  • Configurable reports to share information about users with your colleagues and management
  • Configurable workflows for adding and deleting users

Navigation

small_blue_link.svg Setting your Zendesk Subdomain as a global variable

small_blue_link.svgCreating the user integration

small_blue_link.svgCreating custom mappings

small_blue_link.svg Creating workflows

Before you start

To create the Zendesk user integration in Oomnitza, you need to have:

  • Your Zendesk credentials added to Oomnitza. For further information see Adding the credentials.
  • Your Zendesk subdomain. If your Zendesk URL is https://mycompany.zendesk.comyour subdomain would be: mycompany.
  • The Zendesk roles that you would like to fetch in the user load. Possible values are "end-user", "agent", or "admin". For further information refer to Zendesk: Users.

Setting your Zendesk Subdomain as a global variable

To save time when you create workflows, set your subdomain as a global variable:

  1. From the menu, click Configuration > General.
  2. Click Global Settings.
  3. Click Add new variable (+).
  4. Add the Zendesk.Subdomain variable and its value. The value is the name of your Zendesk subdomain. If your Zendesk URL is https://mycompany.zendesk.comyour subdomain would be: mycompany.
  5. Save your changes.

Creating the user integration

  1. In Oomnitza, click Configuration > Integrations > Overview.
  2. Click Block view block_view.PNG.
  3. On the Integrations page, scroll down to the Extended section for user integrations.
  4. Click NEW INTEGRATION.
  5. In the sidebar, search for the integration.
  6. Click ADD.

Integration details overview

More information is provided about the following fields to help you complete the integration:

  • User only. Add user records.
  • User plus SaaS user. Add user and SaaS user records. 

The benefit of adding SaaS user records is that you can run a workflow to validate the status and activity of SaaS users and retrieve information such as the role of the SaaS user. The information that can be retrieved depends on whether SaaS user workflows are available for the integration. 

Installation types

  • Cloud. Store credentials in the Oomnitza cloud.
  • Local. Store credentials locally. If you want to sync Oomnitza with vendor applications that require AWS or OAUTH authentication, select cloud as the type of installation. Local installations don't support AWS and OAuth authentication. 

Integration preferences

  • Create & Update. Add and update records.
  • Create only. Add records.
  • Update only. Update records.

Editing the integration details

  1. Click Edit edit_black_pencil_icon.svg.
  2. Make your changes.

Editing the credential details

If you selected Cloud as the installation type, choose one of the following options:

  • Select the credentials that were created for the integration.
  • Edit the credentials that were created for the integration.
  • Create new credentials

Scheduling the integration

By default, data is synced once every day. Change the interval or the time so that the data is streamed when your system isn't busy.

  1. Click Edit edit_black_pencil_icon.svg.
  2. Make and save your changes.

Mapping fields to Oomnitza

To map the fields to Oomnitza, click Edit edit_black_pencil_icon.svg.

 cog_red_dot_small_icon.svg Selecting Edit integration to add rules for syncing data. small_blue_link.svg Filtering integration results.  
 

You can add new fields to your integration by selecting Add new field  add_grey_rectangel_icon.svg on the mapping page. 
small_blue_link.svg Creating custom API fields. 

Creating custom mappings

Map the Zendesk fields to Oomnitza fields and create custom mappings to get the user information that you need.

Complete these actions:

  1. Click Smart Mapping to automatically detect appropriate mapping fields. Values from the integration can also be dragged to the appropriate field on the Oomnitza side, or selected from the integration field dropdown.
  2. You have the option to create custom mappings to map any other field that you want to add to Oomnitza. To create an optional custom mapping, do the following:
    1. Click the down arrow on the field that you want to map.
    2. Select Add new Oomnitza users field.
    3. Change the name of the field.
    4. Click CREATE. 
  3. Ensure that the Email is mapped to the
    1. Username field on the Oomnitza side (required for integration).
    2. Email field on the Oomnitza side (required for integration).
  4. Select the Role field on the Oomnitza mapping side.
  5. Choose a suitable role from the list (a defined role is necessary for the integration)
  6. Assign a sync key to a unique field, such as the Email.
  7. Click UPDATE.

Standard Zendesk to Oomnitza mappings

The following Zendesk fields can be mapped to Oomnitza:

Active
Alias
Chat Only
Created At
Default Group ID
Details
Email 
External ID
IANA Time Zone
ID
Last Login At
Locale
Moderator
Name
notes
Only Private Comments
Organization ID
Phone
Report CSV
Restricted Agent
Role
Role Type
Shared
Shared Agent
Shared Phone Number
Suspended
Ticket Restriction
Time Zone
Two-Factor Auth Enabled
Updated At

Launching the integration

Your integration is in Draft mode until the required mandatory fields are added. When added, click Launch to activate your integration. 

small_blue_link.svg If you selected Cloud as the installation type when creating the integration, see Running an extended integration

small_blue_link.svg If you selected Local as the installation type when creating the integration, see Running an extended integration locally.

Viewing data ingested by Oomnitza

Viewing ingested asset data

For asset integrations, click Hardware. If the asset integration also ingests software data, click Software.

Viewing ingested user data

For user integrations, click People. If you chose the option to ingest User and SaaS user data, click Software > SaaS, click the SaaS app, and then click the Users tab. 

Related Links

Creating workflows

Creating user workflows with the API block

To reduce your workload and automate complex and repetitive tasks, you can create user workflows with the API block by following the steps in Using the API block. When creating the user workflows with the API block for Zendesk, the following specific configuration is required:

  • To locate the available presets, enter Zendesk in the Select Preset search field.

The Zendesk API block workflow comes with the following available presets:

Using the Zendesk Add Comment and Status to Ticket preset

The Zendesk Create Ticket preset allows you to add a comment and change the status of an existing Zendesk ticket. When you select this preset, enter the following details in the Configure section:

  1. Your  Zendesk Credentials that you created in Adding the credentials.
  2. The Description, or comment you wish to add to the ticket.
  3. The new Status you want to add to the ticket.
  4. Your Subdomain is derived from the global variable Zendesk.Subdomain that you configured in Setting your Zendesk Subdomain as a global variable, or can be entered manually.
  5. Click the Advanced Mode button located in the upper right of the window.
  6. You can switch from Basic Auth to OAuth and vice versa by selecting the Authorization tab and changing the Type. For further information refer to Adding the credentials.
  7. The ticket id is assumed to be stored within a workflow variable called ticket id (Data type= Short text). If you want to use a different value, go to Advanced Mode > Information and replace the variable {{WFVariables.ticket_id}} in the URL field with the ticket id. For further information on workflow variables refer to Creating a Workflow variable.

Using the Zendesk Add Comment to Ticket preset

The Zendesk Add Comment to Ticket preset allows you to add a comment to an existing Zendesk ticket. When you select this preset, enter the following details in the Configure section:

  1. Your  Zendesk Credentials that you created in Adding the credentials.
  2. The Description, or comment you wish to add to the ticket.
  3. Your Subdomain is derived from the global variable Zendesk.Subdomain that you configured in Setting your Zendesk Subdomain as a global variable, or can be entered manually.
  4. Click the Advanced Mode button located in the upper right of the window.
  5. You can switch from Basic Auth to OAuth and vice versa by selecting the Authorization tab and changing the Type. For further information refer to Adding the credentials.
  6. The ticket id is assumed to be stored within a workflow variable called ticket id (Data type= Short text). If you want to use a different value, go to Advanced Mode > Information and replace the variable {{WFVariables.ticket_id}} in the URL field with the ticket id. For further information on workflow variables refer to Creating a Workflow variable.

Using the Zendesk Create Ticket preset

The Zendesk Create Ticket preset allows you to create a ticket within Zendesk. When you select this preset, enter the following details in the Configure section:

  1. Your  Zendesk Credentials that you created in Adding the credentials.
  2. The Subject of the ticket.
  3. The Description, or comment you wish to add to the ticket.
  4. The Priority. Permitted values are "urgent", "high", "normal", or "low".
  5. Your Subdomain is derived from the global variable Zendesk.Subdomain that you configured in Setting your Zendesk Subdomain as a global variable, or can be entered manually.
  6. Click the Advanced Mode button located in the upper right of the window.
  7. You can switch from Basic Auth to OAuth and vice versa by selecting the Authorization tab and changing the Type. For further information refer to Adding the credentials.
  8. Select the Body tab. Verify which fields you want to send to Zendesk for ticket creation in the Body field.

For further information see Zendesk - Create ticket.

Using the Zendesk Create User preset

The Zendesk Create User preset allows you to create a new user in Zendesk. When you select this preset, enter the following details in the Configure section:

  1. Your  Zendesk Credentials that you created in Adding the credentials.
  2. Your Subdomain is derived from the global variable Zendesk.Subdomain that you configured in Setting your Zendesk Subdomain as a global variable, or can be entered manually.
  3. Click the Advanced Mode button located in the upper right of the window.
  4. You can switch from Basic Auth to OAuth and vice versa by selecting the Authorization tab and changing the Type. For further information refer to Adding the credentials.
  5. Select the Body tab. Verify which fields you want to send to Zendesk for user creation in the Body field.

For further information see Zendesk - Create User.

Using the Zendesk Delete User preset

The Zendesk Delete User preset allows you to delete/deactivate a user from Zendesk. When you select this preset, enter the following details in the Configure section:

  1. Your  Zendesk Credentials that you created in Adding the credentials.
  2. Your Subdomain is derived from the global variable Zendesk.Subdomain that you configured in Setting your Zendesk Subdomain as a global variable, or can be entered manually.
  3. Click the Advanced Mode button located in the upper right of the window.
  4. You can switch from Basic Auth to OAuth and vice versa by selecting the Authorization tab and changing the Type. For further information refer to Adding the credentials.
  5. Select the Information tab.
  6. The URL field will need to be updated with the {{user_external_id}} of the user you wish to delete.

Scenario
Two SaaS user records were added to Oomnitza. Subsequently, the two user records are merged into one user record in Zendesk.
User action
After the records were merged, the workflow is run to deactivate the user record.
Result
Neither of the two SaaS user records can be deactivated.

For further information see Zendesk - Delete User.

Using the Zendesk Get User Organization preset

The Zendesk Get User Organization preset allows you to get a user from Zendesk using the organization id. When you select this preset, enter the following details in the Configure section:

  1. Your  Zendesk Credentials that you created in Adding the credentials.
  2. The OrganizationId associated with the user.
  3. Your Subdomain is derived from the global variable Zendesk.Subdomain that you configured in Setting your Zendesk Subdomain as a global variable, or can be entered manually.
  4. Click the Advanced Mode button located in the upper right of the window.
  5. You can switch from Basic Auth to OAuth and vice versa by selecting the Authorization tab and changing the Type. For further information refer to Adding the credentials.

For further information see Zendesk - Users.

Using the Zendesk Suspend User preset

The Zendesk Suspend User preset allows you to suspend a user within Zendesk and could be used within a user off-boarding workflow. When you select this preset, enter the following details in the Configure section:

  1. Your  Zendesk Credentials that you created in Adding the credentials.
  2. Your Subdomain is derived from the global variable Zendesk.Subdomain that you configured in Setting your Zendesk Subdomain as a global variable, or can be entered manually.
  3. Click the Advanced Mode button located in the upper right of the window.
  4. You can switch from Basic Auth to OAuth and vice versa by selecting the Authorization tab and changing the Type. For further information refer to Adding the credentials.
  5. Select the Information tab.
  6. The URL field will need to be updated with the {{user_id}} of the user you wish to suspend.

For further information see Zendesk - Suspending a User.

Using the Zendesk Update Ticket preset

The Zendesk Update Ticket preset allows you to update a Zendesk ticket. When you select this preset, enter the following details in the Configure section:

  1. Your  Zendesk Credentials that you created in Adding the credentials.
  2. The Description, or comment you wish to add to the ticket.
  3. The Status you want to update in the ticket.
  4. The Type you want to update in the ticket.
  5. The Priority you want to update in the ticket.
  6. The Additional Tag you want to update in the ticket.
  7. Your Subdomain is derived from the global variable Zendesk.Subdomain that you configured in Setting your Zendesk Subdomain as a global variable, or can be entered manually.
  8. Click the Advanced Mode button located in the upper right of the window.
  9. You can switch from Basic Auth to OAuth and vice versa by selecting the Authorization tab and changing the Type. For further information refer to Adding the credentials.
  10. The ticket id is assumed to be stored within a workflow variable called ticket id (Data type= Short text). If you want to use a different value, go to Advanced Mode > Information and replace the variable {{WFVariables.ticket_id}} in the URL field with the ticket id. For further information on workflow variables refer to Creating a Workflow variable.

For further information see Zendesk - Update Ticket.

articles_icon.svg Reference articles for workflows

Creating Saas user workflows

You can create the SaaS User workflow by following the steps in Creating Saas user workflows. When creating the SaaS User workflow for Zendesk, the following specific configuration is required:

  • To locate the available preset, enter Zendesk in the Select Preset search field.
  • The Zendesk SaaS User workflow block comes with one available preset, the Zendesk User Role API.

Using the Zendesk User Role preset

The Zendesk User Role preset enables you to read a user’s role and last login date from Zendesk. The preset is available in OAuth and Basic Authentication. When you select this preset, enter the following details in the Configure section:

Reference articles for creating workflows

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      • Configure dashboards for your users and software
      • Configure custom reports about your users and software
      • Create workflows to automate tasks

See small_blue_link.svg Getting started for more information.

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